Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

Maranda Oliver

Richardson,TX

Summary

Experienced and results-driven professional with 19 years of leadership experience in guiding teams, influencing stakeholders, and driving impactful outcomes through strategic decision-making. With over 12 years of expertise in Risk Management, I bring a deep understanding of operational excellence, consistently achieving and exceeding targets. As a proactive and people-focused leader, I am passionate about resolving complex and ambiguous challenges, fostering collaboration, and delivering solutions that inspire trust and drive success.

Overview

11
11
years of professional experience

Work History

Sr. Manager, Risk Operations

CashApp
06.2021 - 03.2025
  • Managed five team leads, responsible for the oversight of multi-channel customer and regulatory complaint handling.
  • Initiated skill-based routing to optimize case assignments, improving efficiency, resolution times, and customer satisfaction.
  • Drove performance by coaching internal and BPO team leads to manage performance, and motivate team members to meet and exceed KPIs, ensuring consistent achievement of organizational goals.
  • Led monthly and quarterly performance calibrations, ensuring alignment across leadership.
  • Developed leadership career experience expectations and documentation, and managed the interview and hiring process for several key roles.
  • Built collaborative relationships with internal and external partners to align on business priorities, and optimize collections performance.
  • Led machine learning (ML) efforts to increase complaint identification rates
  • Mentored team members and peers to foster professional growth and improve individual and team contributions.
  • Proactively identified and removed barriers to achieving operational goals, ensuring clear communication of strategies and progress.
  • Spearheaded remediation efforts by identifying procedural gaps, ensuring proper case resolution, and implementing corrective actions to enhance compliance and customer satisfaction.
  • Provided leadership support for the Risk Ops. Shadow Program, promoting skill development and knowledge sharing.
  • Designed and implemented a robust feedback process to ensure consistent performance improvement and accountability across the teams.

Sr. Manager, Executive Complaints

Wells Fargo Auto
Irving, TX
02.2017 - 06.2021
  • Led a team of multi-channel customer and regulatory complaint handling specialists. Managed KPI's and developed action plans to exceed SLA's, maximize department performance, and enhance team member strengths.
  • Oversaw the process and project implementation for a major enterprise-wide remediation effort; regularly collaborated with other lines of business and C-level executives to provide updates.
  • Propelled advances in customer relations by creating specialized teams to manage customer correspondence, including an escalations team to resolve all customer issues during first interactions.
  • Mounted strategies that reduced high staff turnover and increased morale with the implementation of improved training programs and promotion-based rewards for staff.

Supervisor, Risk Operations

Elevate Credit
Addison, TX
04.2015 - 02.2017
  • Supported the enhancement of fraud reporting, process automation, and consolidated core risk mitigation activities.
  • Managed fraud operations third party partnerships with Republic Bank for unsecured loan and credit card products.
  • Managed all third party oversight and onboarding activities including trainings, calibrations, and terminations.
  • Documented and submitted department SOP's, processes, and workflow charts for implementation.
  • Represented Fraud Operations in various cross functional meetings and special projects.

Collections Lead

Hyundai Capital America
Plano, TX
02.2014 - 04.2015
  • Successfully led cross functional teams of front-line collectors dedicated to servicing accounts and elevating the customer experience on accounts 1-59 days past due.
  • Provided ongoing training, development, and mentoring that considered the needs of both internal and external customers.
  • Presented information as a subject matter expert and operational liaison for the contact center to ensure delivery on service levels, and seamless execution on deliverables across departments.
  • Developed, tracked, and performed regular maintenance on customer service-related reports created to identify key customer takeaways and drive continuous improvement.

Education

Bachelor of Science - Business Management

University of Phoenix
Phoenix, AZ
12-2011

Skills

TECHNICAL Jira Looker Salesforce Observe Labelbox

COLLABORATION Slack G-Suite Workday Ultipro Notion Confluence Coda

SOFT SKILLS Communication Conflict Resolution EQ Confidentiality & Discretion Problem Solving & Critical Thinking

References

References available upon request.

Timeline

Sr. Manager, Risk Operations

CashApp
06.2021 - 03.2025

Sr. Manager, Executive Complaints

Wells Fargo Auto
02.2017 - 06.2021

Supervisor, Risk Operations

Elevate Credit
04.2015 - 02.2017

Collections Lead

Hyundai Capital America
02.2014 - 04.2015

Bachelor of Science - Business Management

University of Phoenix

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Maranda Oliver